[In part I of this blog series we saw an overview of our DBaaS design. In this blog (part II) we discuss the automated MySQL primary failover design in some detail.] We use the hashicorp consul and a custom consul watcher service, along with the orchestrator service, to inject proxySQL route changes in the event of a MySQL primary failure in a shard. Consul cluster
In this article, you’ll learn everything you need to know about customer interactions, how to manage them, and how to perfect them. You’ll also find information like: By the end of the article, you’ll know everything you need to interact with customers and teach your teams how to master every customer interaction they have. Let’s get started.
Teams at Freshworks primarily use MySQL for their database needs. Freshworks being an AWS shop, RDS MySQL has been our primary, go-to solution. Sometime back a team was formed and tasked with building a self-hosted DB solution. We called ourselves the DBaaS (Database as a service) team and started with a DBaaS solution for MySQL. In this blog post (part I of the series) we discuss the motivation and high-level architecture of the DBaaS solution.
Much like every other aspect of virtually running a business, technology has drastically changed customer service. There are constantly new channels for customers to reach out to businesses. An important addition to this growing list of channels is a customer service chatbot. In this blog, we talk about everything you need to know about a customer service chatbot.
If businesses were previously skeptical about the potential of chatbots in customer service, there is no longer any question about it. The pandemic has pushed businesses to mainstream AI and different types of chatbots for varied objectives. With evasive measures such as cost cuts, chatbots have not just helped businesses stay afloat but also garner the goodwill of customers and ROI.
“Customer needs serve as the ‘north star’ for most product leaders”, especially those who are always striving to leverage customer feedback to build the best products. An important part of this customer feedback naturally lands in support tools like Freshdesk, but your company actually has as many feedback channels as you have customer touchpoints and internal teams.
When it comes to customer service scripts, practitioners are as divided as people are about pineapple on pizza. The benefits of using customer service scripts are manifold, but there are some serious downsides too, like sounding robotic or not displaying enough empathy. However, when used wisely, scripts can be very helpful to customer service representatives. In this blog, we cover everything you need to know about customer service scripts.
